Service Level Agreement

We work tirelessly to ensure our hosting services are as advertised. If something goes wrong and we break our agreements or guarantees to you, you’re entitled to claim credits based on the disruption. This page outlines our various agreements to you. SLA claims must be made within seven (7) days of the incident occurring by submitting a support request to our billing team. Claims made after this may not be valid.

We’ve tried to make this page as clear as possible, but if you have any questions please contact us.

Uptime Agreement

Cloud Hosting (including software-specific hosting) & Cloud Servers (with management)
Vrajitorul.co.uk guarantees that in any given month, your hosting service will be available 100% of the time (or simply, no downtime). If we fail to meet this guarantee, you’re entitled to receive 10% of one month’s service credit for every 2-hour window of downtime entered. For example, if your service was unavailable for 6-hours, you will be credited with 30% credit.

If your service is unavailable for more than 24 hours in any given month, you’re entitled to claim 100% credit (one month free).

That’s the transparent Vrajitorul.co.uk 100% uptime guarantee.

Fine print: this SLA does not apply if your service has been rendered unavailable for reasons outside of Vrajitorul.co.uk control. For example denial of service attacks, firewall blocks, scripting errors, off-site DNS problems (not using our DNS service), scheduled maintenance planned ahead or any other reason which cannot be reasonably helped. Our management team reserves the right to deny credit at any time, for any reason – but this never normally happens. Unfortunately, you cannot claim based on external uptime monitors, Vrajitorul.co.uk will reference our own monitoring software. Where the downtime affects a cloud server with server management, this SLA is void if the server is down due to client mistakes, such as modifying software, kernels or other applications after our initial setup. This SLA does not apply to servers without management.

Support Agreement

Technical Support
We guarantee to respond to tickets submitted to our technical support team within 3 hours. If we fail to meet this, you may claim 15% of one month’s service for each occurrence – even if this happens multiple times during the same request.

Level 2, Billing & Sales Support
We guarantee to respond to tickets submitted to our level 2, billing and sales teams within 6 hours. If we fail to meet this, you may claim 15% of one month’s service for each occurrence – even if this happens multiple times during the same request.

Level 3, SSL Certificates & Abuse Support
We guarantee to respond to tickets submitted to our level 3, certificates and legal/abuse teams within 12 hours. If we fail to meet this, you may claim 15% of one month’s service for each occurrence – even if this happens multiple times during the same request.

These guarantees are an absolute minimum. Often, support requests are replied to in minutes as opposed to hours. But of course, during busy times we may take longer to reply but will do everything we can to meet our support SLA.